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Is there a disconnect around customer experience?

2020-12-02T17:57:06+02:00December 2nd, 2020|Categories: Posts|Tags: , , , |

“The mystery” of customer experience Good post on customer experience mystery at Customer Think recently, citing some of these statistics: According to Bain, 80% of CEOs believe they deliver superior customer [...]

Four ways that contact centers are changing in 2021 and beyond

2020-11-19T17:54:15+02:00November 19th, 2020|Categories: Posts|Tags: , , |

We started this sequence last week with a post on the connotations of “contact center” vs. “call center” and the ways that they’re changing, and now we want to go more in-depth [...]

The BPO market might grow $76B between 2020 and 2024

2020-10-29T10:07:08+02:00November 4th, 2020|Categories: Posts|Tags: , , , |

That’s based on findings and research from Technavio (full report available for download here). The $76B USD figure represents a compound annual growth rate (CAGR) of 7% over the [...]

The seven parts of digital transformation: An introduction

2020-10-29T09:49:47+02:00November 2nd, 2020|Categories: Posts|Tags: , , , |

So what exactly is digital transformation? In the most general sense, “digital transformation” means that you incorporate digital approaches into the full ecosystem of your business. Typically this is [...]

Three big shifts in the contact center industry

2020-10-29T09:33:43+02:00October 29th, 2020|Categories: Posts|Tags: , , , |

Our CEO, Arnold, just sent an email to some of our partners, associates, and potential future business partners. We wanted to excerpt the top of the email, because it [...]

Should you build your own chatbot?

2020-10-15T15:52:20+03:00October 20th, 2020|Categories: Posts|Tags: , , , |

You theoretically could, although without a proper development background, it’s very likely to be a long, time-consuming, potentially-frustrating process. There are tutorials online to guide you, [...]

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